An empirical analysis of after sales service and customer satisfaction

Nazim Hussain, Waheed Akbar Bhatti () and Azhar Jilani
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Azhar Jilani: Allama Iqbal Open University, Islamabad

Management & Marketing, 2011, vol. 6, issue 4

Abstract: In today’s ever changing competitive environment, business cannot survive unless they satisfy their customers. The delivery of after sales service by a company is critical in satisfying customer needs and perceptions. In order to have quality after sales service a proper delivery system has to be in place. This is an empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The research measured the quality of service in Atlas Battery, selling product with the brand name of AGS by using the Servqual method. The data was collected using an instrument from previous study to study the impact of quality of after sales services on customer satisfaction. The main variables effecting customer satisfaction are product quality and social responsibility. The results reveal that customer satisfaction increases with better service delivery.

Keywords: Sales service; customer expectation; human capital; service delivery system; customer satisfaction. (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:eph:journl:v:6:y:2011:i:4:n:6

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